Mulesoft announced the findings of The State of Business and IT Innovation report. The global survey of 1,739 line of business (LoB) employees in organizations with at least 250 employees revealed only 37 percent of organizations definitely have the skills and technology to keep pace with digital projects during the COVID-19 pandemic.
The vast majority (82 percent) of LoB employees believe they need quick and easy access to data, IT systems, and applications to do their jobs effectively and remain productive. Access to data is critical as more than half (59 percent) of LoB employees are involved in identifying, suggesting, or creating new ways to improve the delivery of digital services externally, such as building an online self-service portal or a customer-facing mobile application. Yet less than one-third (29 percent) think their organization is very effective in connecting and using data from multiple sources to drive business value.
Data silos slow down digital initiatives
According to McKinsey, businesses that once mapped digital strategy in one- to three-year phases must now scale their initiatives in a matter of days or weeks. This report also sheds light on the COVID-19 pandemic leading to an increase in digital initiatives by an average 11 to 23 percent, highlighting what is hampering the pace of business and the ability to meet customer expectations:
- Data silos. A third (33 percent) of LoB employees say the COVID-19 pandemic has revealed a lack of connectivity between existing IT systems, applications, and data as an inefficiency when it comes to digital delivery.
- A lack of digital skills. Almost three in ten (29 percent) LoB employees say a lack of digital skills across the business is also an inefficiency when delivering digital projects.
- Already stretched IT teams can’t deliver projects quickly enough. More than half (51 percent) of LoB employees are currently frustrated by the speed at which their IT team can deliver digital projects.
Integration challenges impact customer experience
In light of increasing operational inefficiencies, it is not surprising that more than half (54 percent) of LoB respondents say they are frustrated by the challenge of connecting different IT systems, applications, and data at their organization. Many view this weakness as a threat to their business and the ability to provide connected customer experiences.
- Siloed systems and data slow down business growth. LoB employees are well aware of the repercussions of failing to connect systems, applications, and data. More than half (59 percent) agree that failure in this area will hinder business growth and revenue.
- Behind disconnected experiences are disconnected systems, applications, and data. The majority (59 percent) of LoB employees agree that an inability to connect systems, applications, and data will negatively impact customer experience – a fundamental prerequisite for business success today.
- Automation initiatives require integration. Three in five (60 percent) respondents admit that failure to connect systems, applications, and data will also hinder automation initiatives. This comes at a time when a growing number of organizations are looking to automate business processes via capabilities, such as robotic process automation (RPA).